Setting up live chat in Zendesk Support (standard agent interface)

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25 Comments

  • Michael Y.

    Parts of this article appear to be outdated. For example, the following needs to be done via the Admin center as far as I can tell:

    To turn chat permissions on or off for an agent

    Open the user's profile.
    Toggle the Zendesk Chat field to On or Off.

    Also, why do I (as one of the managers) need to use up a chat license just to manage the chat side of things? Please consider adding an "admin only" role that allows a manager to, well, manage chat agents and chat settings without using an actual chat license for that role. 

    Thanks!

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  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hello @...

    Thank you so much! You are absolutely correct. I've sent this off for updates and we should get that fixed pretty quickly.

    Thank you for the heads up!

    Elissa

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  • Merle Wilhelm

    Good evening, 

    I would like to send our chat client an email with our transcript after we finish our conversation. This scenario should run automatically. 

    I saw that I can use Pipping, but I can't find it in our settings. Also, I am not sure if I can use this tool with different customers. 

    Thank you 

    Merle 

     

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  • Matt Farrington-Smith

    Hi Aimee Spanier @... - I think this part is also outdated. I can't see the settings mentioned under the To configure ticket creation section.

    Any ideas where it moved to?


    I'm also missing "History" I believe?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Matt,

    From that screenshot you shared, can you select the Account option and then see if you see the Zendesk Support tab from there? 
     
    Let me know!
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  • Matt Farrington-Smith

    Thanks Brett Bowser

    No dice! (Should it matter if I'm using my Premium Sandbox)? I would still expect all of the settings etc. to show here.

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  • Matt Farrington-Smith

    Bumping my reply Brett Bowser for visibility.

    I've also noticed the following is missing: 

    1. In your Chat dashboard, go to Settings > Widget and click the Forms tab.
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  • Brett Bowser
    Zendesk Community Manager
    Hey Matt,

    It could be that you're trying to access it from your Sandbox account. Do you see the options in your production account by chance? I'm wondering if your Sandbox isn't on the same plan level as your production.
     
    Let me know!
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  • Matt Farrington-Smith

    Thanks Brett Bowser - we are on the Enterprise Suite, so surely our Sandbox (Premium) should be the same?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Matt,

    I'm going to create a ticket on your behalf so our Customer Care team can look into this with you.
     
    You'll receive an email shortly stating your ticket has been created.
     
    Cheers!
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  • Neil Bhammar

    Hi there - we have a zendesk account, but don't use it heavily yet. We are now looking at implementing Zendesk Chat on our SaaS Web Application. 

    WIth Zendesk Chat, am I able to see who is signed in/on our platform at any time and proactively reach out to a specific user via the chat widget at any time? 

    Eg. If XYZ@gmail.com is on the platform and I was hoping to message them about something I noticed in their account, can I initiate that interaction using Zendesk chat? Thanks.

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  • Dane
    Zendesk Engineering
    Hi Neil,
     
    As long as the widget is embedded on a page, you can use the Visitor lists to initiate a proactive chat.
     
    Hope this helps!
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  • Manisha Prajapati

    Hi Zendesk support team,
     
    I am making an android live chat app using Zendesk SDK, but I am unable to send custom chat from my existing app. Zendesk SDK will take care of all chats.

    So can you please give me Zendesk SDK access so I can change it or provide API for sending chat, and be able to change UI customization?

    Kind Regards,
    Alpesh

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Manisha! Please view our documentation here for the Chat SDK on Android.

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  • Manisha Prajapati

    Thank for the reply Greg,

    I have already explored zendesk documentation and am able to start the chat session, but I want to send the first chat message once the chat session starts.


    Below is my code snippet:

    Chat.INSTANCE.init(this, ZENDESK_CHAT_ACCOUNT_KEY)
    findViewById<Button>(R.id.chat_button).setOnClickListener {
    val chatConfiguration = ChatConfiguration.builder()
    .withPreChatFormEnabled(true)
    .withNameFieldStatus(PreChatFormFieldStatus.REQUIRED)
    .withEmailFieldStatus(PreChatFormFieldStatus.OPTIONAL)
    .withPhoneFieldStatus(PreChatFormFieldStatus.HIDDEN)
    .withDepartmentFieldStatus(PreChatFormFieldStatus.REQUIRED)
    .withAgentAvailabilityEnabled(false)
    .build()
    MessagingActivity.builder()
    .withBotAvatarDrawable(R.drawable.ic_launcher_background)
    .withToolbarTitle("Live Chat")
    .withBotLabelString("Bot Name")
    .withEngines(ChatEngine.engine())
    .withMultilineResponseOptionsEnabled(true)
    .show(it.context,chatConfiguration)
    }


    Please provide me a code snippet for the first chat message once the chat session starts.

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  • Manisha Prajapati

    I have tried with the below code for sending a custom chat message to existing chat session but not works.

    Chat.INSTANCE.init(this, ZENDESK_CHAT_ACCOUNT_KEY)
    findViewById<Button>(R.id.chat_button).setOnClickListener {
    MessagingActivity.builder()
    .withBotAvatarDrawable(R.drawable.ic_klipsch_connect_logo)
    .withToolbarTitle("Live Chat")
    .withBotLabelString("Klipsch")
    .withEngines(ChatEngine.engine())
    .show(it.context)

    val callback = object : ZendeskCallback<Void>(){
    override fun onError(error: ErrorResponse?) {
    Log.d("###","onError ${error?.reason}")
    }
    override fun onSuccess(result: Void?) {
    Log.d("###","onSuccess")
    }
    }
    Handler(Looper.getMainLooper()).postDelayed(Runnable {
    Chat.INSTANCE.providers()?.chatProvider()
    ?.sendChatComment("Hello Alpesh here", callback)
    },10000)
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  • Greg Katechis
    Zendesk Developer Advocacy
    0
  • Manisha Prajapati

    Greg Katechis

    chatProvider().sendMessage(String message) not working
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  • Manisha Prajapati

    Greg Katechis
    I am able to chat using MessagingActivity and am able to chat with Answerbot.

    But I want to send a custom chat message to messaging activity from my existing activity not from the message activity of zendesk chat SDK.

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  • Eric Nelson
    Zendesk Developer Advocacy
    Hi Manisha,

    Can you provide more context on what you mean by "my existing activity not from the message activity"? 

    Thanks!
    0
  • Dave Dezellem

    Hello, 

    We run multiple brands and I would like how end users interact with chat to be different between the brands.  For example, for one Brand I would like to use a custom form.  Is this possible? 

    Seems like when I click on chat settings from the Web Widget it takes me to the chat settings for the current Brand and there isn't a way to customize these by Brand.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Dave, 
     
    There are guidelines for setting up live chat in a multibrand environment here: Multibranding Zendesk Chat
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  • Manisha Prajapati

    Eric Nelson

    Launch Live chat using below code:

    Chat.INSTANCE.init(this, ZENDESK_CHAT_ACCOUNT_KEY)
    MessagingActivity.builder()
    .withBotAvatarDrawable(R.drawable.ic_klipsch_connect_logo)
    .withToolbarTitle("Live Chat")
    .withBotLabelString("Klipsch")
    .withEngines(ChatEngine.engine())
    .show(it.context, chatConfiguration)


    Then after I want to send a custom message to MessagingActivity using the below code from my existing activity, not MessagingActivity. but not able to send custom messages.

    Chat.INSTANCE.providers()?.chatProvider()
    ?.sendMessage("Hello World!")

    Thanks!
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  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Manisha,

    Are you getting an error message or anything? To be able to assist we'd need an actual sample application (we talk about getting support on the sdk's here) with your implementation of the code in place so we can debug from there. I'd suggest contacting support and providing us with the sample application via that ticket.

    Thanks!
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  • Manisha Prajapati

    Hey Eric,

    I have created a support ticket https://support.zendesk.com/hc/en-us/community/posts/5128932003866-POC-Sample-Live-chat-application-using-not-able-to-send-custom-chat-message 

    Please look at this and respond their.

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